Task Results

All the conversation tasks end with some result. Results are categorizations of tasks based on task types and conversation flow through workflow activities, customer and agent actions. The goal of this categorization is to distinguish results of the conversation, which are important for business.

Results are divided into:

Agent Task Result
Task Result
Extended Task Result (including additional parameters such as "In SLA, TaskType, Modality")

Agent Task Result

EXEC [Reporting].[usp_GetDataSet] @DataSet = 'AgentTaskResult', @Version = '3.2.1'

SQL

Attribute	Description
AgentTaskResult	Result of agent task
AgentTaskResultGroup	Group by the result
AgentTaskActionGroup	Group by Agent Action

The following is a complete list of members for "Agent task result" dimension

[Reporting].[usp_Dimension_AgentTaskResult_DM_Stable]

SQL

Agent Task Result list

AgentTaskResultId	AgentTaskResult	AgentTaskResultGroup	AgentTaskActionGroup
101	Service Task Accepted	Handled	Accepted
102	Service Task Transferred	Handled	Transferred
103	Transferred Service Task Accepted	Handled	Accepted
104	Transferred Service Task Transferred	Handled	Transferred
105	StandbyDuty Accepted	Handled	Accepted
106	ConvAs Task Accepted	Handled	Accepted
107	ConvAs Task Transferred	Handled	Transferred
111	Service Task Declined	NotHandled	Declined
112	Service Task Not Accepted	NotHandled	Missed
113	Service Task Customer Abandoned	NotHandled	CustomerAbandoned
114	Transferred Service Task Not Accepted	NotHandled	Missed
115	StandbyDuty Not Accepted	NotHandled	Missed
116	ConvAs Task Not Accepted	NotHandled	Missed
117	ConvAs Target Unobtainable	NotHandled	TargetUnobtainable
119	Service Task Forwarded	NotHandled	Forwarded
121	Service Email Handled Without Action	Handled	Accepted
122	Service Email Replied	Handled	Accepted
123	Service Email Transferred	Handled	Transferred
124	Service Email Standby	Handled	Accepted
131	Service Email Declined	NotHandled	Declined
132	Service Email Not Accepted	NotHandled	Missed
133	Service Email Target Unobtainable	NotHandled	TargetUnobtainable
136	Service Task Canceled By Timeout	NotHandled	SystemCanceled
141	Direct Inbound Accepted	Handled	Accepted
142	Direct Inbound Transferred	Handled	Transferred
143	Direct Internal Initiated Accepted (source)	Handled	Accepted
144	Direct Internal Accepted (target)	Handled	Accepted
145	Direct Internal Transferred	Handled	Transferred
146	Direct Outbound Accepted	Handled	Accepted
147	Direct Outbound Transferred	Handled	Transferred
151	Direct Inbound Not Accepted	NotHandled	Missed
152	Direct Inbound Forwarded	NotHandled	Forwarded
153	Direct Internal Initiated Not Accepted (source)	NotHandled	Missed
154	Direct Internal Not Accepted (target)	NotHandled	Missed
155	Direct Internal Forwarded	NotHandled	Missed
156	Direct Outbound Not Accepted	NotHandled	Missed
157	Direct Outbound Target Unobtainable	NotHandled	TargetUnobtainable
158	Direct Inbound Target Abandoned	NotHandled	CustomerAbandoned

Some agent task results are possible only for the specific task types.

Service Task - Inbound

ID	Task Result	Description
101	Service Task Accepted	Agent accepted the conversation pop-up of the customer.
102	Service Task Transferred	Agent transferred the conversation in SfB client and another agent accepted the transfer. Note: When agent transferred the conversation in SfB client, but another agent did not accept the transfer, the session agent gets Service Task Accepted task result
103	Transferred Service Task Accepted	Agent accepted the transferred by another agent via SfB client conversation.
104	Transferred Service Task Transferred	Agent accepted the transferred by another agent via SfB client conversation and transferred it further to one more agent.
105	StandbyDuty Accepted	Agent accepted StandbyDuty call pop-up and entered DTMF.
111	Service Task Declined	Agent received the Task pop-up (toast) and clicked the 'Ignore' button.
112	Service Task Not Accepted	Agent did not react on the Task pop-up (toast).
113	Service Task Customer Abandoned	Customer Abandoned in case the customer hangs-up before the Agent can accept the task.
114	Transferred Service Task Not Accepted	Agent received the Task pop-up and did not accept the Task pop-up during the configured period.
115	StandbyDuty Not Accepted	E.g. Agent accepts call pop-up, Agent enters incorrect expected dtmf (wf used the same way as no agent answered). E.g. Agent accepts call pop-up, Agent enters nothing. E.g. Agent accepts call pop-up, Agent hangs up. E.g. Agent did not accept call pop-up. E.g. Agent declined call pop-up. E.g. Customer hangs up before agent accepts. E.g. Customer hangs up after agent accepts before agent enters correct dtmf.

Service Task - Outbound and Callback

ID	Task Result	Description
101	Service Task Accepted	Agent accepted AO of the task. E.g. Agent accepts IM, Agent accepts the AO, Agent hangs up while customer sees pop-up E.g. Agent accepts IM, Agent accepts the AO, Customer clicks 'Ignore' button E.g. Agent accepts IM, Agent accepts the AO, Customer does not accept the AO (all the times until maximum retries are reached) E.g. Agent accepts IM, Agent accepts the AO, Customer chooses DND E.g. Agent accepts IM, Agent accepts the AO, Customer was in DND E.g. Agent accepts IM, Agent accepts the AO, Customer accepts the AO
102	Service Task Transferred	Agent transferred the conversation in SfB client and another agent accepted the transfer. Note: When agent transferred the conversation in SfB client, but another agent did not accept the transfer, the session agent gets Service Task Accepted task result
103	Transferred Service Task Accepted	Agent accepted the transferred by another agent (target) via SfB client conversation.
104	Transferred Service Task Transferred	Agent accepted the transferred by another agent via SfB client conversation and transferred it further to one more agent (target).
111	Service Task Declined	Agent received the Task pop-up (toast) and clicked the 'Ignore' button. E.g. Agent clicks 'Ignore' button on IM pop up. E.g. Agent chooses DND during IM pop up. Known issue: A Service Outbound Task is declined only in the case, when agent receives the IM-Task pop-up (toast) and clicks the 'Ignore' button. We suppose that this task result will be assigned also to declined AO after the BE fix. Not fixed in 3.0 so "Service Task Not Accepted" will be displayed for this result for 3.0
112	Service Task Not Accepted	Agent did not accept or react on the dial out attempt to reach the target E.g. Agent does not accept the Chat E.g. Agent accepts IM, Agent clicks 'Ignore' button on AO E.g. Agent accepts IM, Agent does not accept the AO E.g. Agent accepts IM, Agent closes conversation window before the ringing E.g. Agent accepts IM, Agent closes conversation window during the ringing E.g. Agent accepts IM, Agent chooses DND during the ringing E.g. Agent accepts IM, Agent loges out during the ringing E.g. Agent accepts IM, Agent chooses 'Reply by IM'
114	Transferred Service Task Not Accepted	Agent did not accept the Task pop-up (toast) during the configured time period

Service Task - Conversation As

ID	Task Result	Description
106	ConvAs Task Accepted	Customer accepted the task
107	ConvAs Task Transferred	Agent transferred the task to another agent and agent accepted the task
116	ConvAs Task Not Accepted	Customer did not accept the task

Service Task - Email

ID	Task Result	Description
122	Service Email Replied	Agent replied to an email within the Mail Manager application E.g. Service Email Replied to the sender E.g. Service Email Replied to another service email address E.g. Service Email Replied to the same service email address E.g. Service Email Replied to external person E.g. Service Email Replied to a wrong target E.g. Service Email is in Standby and no additional email is sent to customer E.g. Service Email is in Standby and an additional email is sent to customer E.g. Service Email is replied after Standby
121	Service Email Handled Without Action	Agent pressed the Handled button in the Mail Manager application E.g. Service Email Replied to another agent E.g. Agent clicked 'Handled' button
123	Service Email Transferred	Agent forwarded an email within the Mail Manager application E.g. Service Email Forwarded to the sender E.g. Service Email Forwarded to another agent E.g. Service Email Forwarded to another service
131	Service Email Declined	Agent received the IM-Task pop-up (toast) and clicked the 'Ignore' button
132	Service Email Not Accepted	Agent did not accept the IM-Task pop-up (toast) during the configured time period

Service Task - External

ID	Task Result	Description
101	Service Task Accepted	For the calls with the following flows: Task in queue -> Agent proposed -> Connection Established -> Terminated (success) Task in queue -> Agent proposed -> Connection Established -> Terminated by Timeout Task in queue -> Agent proposed -> Rona -> another agent proposed -> Connection Established -> Terminated (success)
112	Service Task Not Accepted	For the calls with the following flows: Agent proposed -> Agent RONA Agent proposed -> Agent Declined Task
136	Service Task Canceled By Timeout	For the calls with the following flows: Task in queue -> Agent proposed -> Terminated by Timeout Task in queue -> Terminated by Timeout

Inbound Direct Tasks

ID	Task Result	Description
141	Direct Inbound Accepted	Agent accepted the conversation pop-up of the customer.
151	Direct Inbound Not Accepted	Agent did not accept the conversation pop-up of the customer. E.g. Agent not accepted E.g. Agent declined E.g. Agent is in DND before the ringing

Outbound Direct Tasks

ID	Task Result	Description
146	Direct Outbound Accepted	Customer accepted the conversation of the agent.
156	Direct Outbound Not Accepted	Customer did not accept the conversation of the agent. E.g. Customer not accepted E.g. Customer declined E.g. Wrong target E.g. Customer is in DND before the ringing

Internal Direct Tasks

ID	Task Result	Description
143	Direct Internal Initiated Accepted (source)	Agent1 initiated the conversation with another agent2 and agent2 accepted the conversation.
144	Direct Internal Accepted (target)	Agent2 accepted the conversation to him initiated by agent1.
153	Direct Internal Initiated Not Accepted (source)	Agent1 initiated the conversation with another agent2 and agent2 did not accept the conversation.
154	Direct Internal Not Accepted (target)	Agent2 did not accept the conversation to him initiated by agent1.

Task Result

EXEC [Reporting].[usp_GetDataSet] @DataSet = 'TaskResult', @Version = '3.2.1'

SQL

Attribute	Description
TaskResult	Result of task
TaskResultGroup	Grouping of task results HandledByUser HandledByMachine CustomerHangup NotHandled
IsHandled	Flag indication that this task result should be assumed as Handled

Task Result members

Full list of members for Task Result dimension is presented in following table.

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TaskResultId	Transcript	IsHandled	Category	TaskResultGroup
0	Unknown	0	NULL	NULL
1	Agent Accepted	1	UserAction	HandledByUser
2	Agent StandbyDuty Accepted	1	UserAction	HandledByUser
6	Agent Internal Transfer Success	1	UserAction	HandledByUser
7	Agent External Transfer Success	1	UserAction	HandledByUser
11	Workflow Internal Transfer Success	1	SystemAction	HandledByMachine
12	Workflow External Transfer Success	1	SystemAction	HandledByMachine
13	Workflow Callback Schedule Success	1	SystemAction	HandledByMachine
14	Workflow Conversation Recording	1	SystemAction	HandledByMachine
15	Workflow Handled Activity	1	SystemAction	HandledByMachine
21	Customer Hang-up In Queue	0	TargetAction	CustomerHangup
22	Customer Hang-up In IVR	0	TargetAction	CustomerHangup
23	Customer Hang-up Before Accept	0	TargetAction	CustomerHangup
33	Workflow Decline	0	SystemAction	NotHandled
35	StandbyDuty No Agent Accepted	0	SystemAction	NotHandled
36	Workflow Disconnect After Queue	0	SystemAction	NotHandled
41	Workflow Internal Transfer Failed	0	Failed	NotHandled
42	Workflow External Transfer Failed	0	Failed	NotHandled
45	Target Unobtainable	0	Failed	NotHandled
71	Direct Inbound Agent Accepted	1	UserAction	HandledByUser
73	Direct Internal Agent Accepted	1	UserAction	HandledByUser
75	Direct Outbound Target Accepted	1	UserAction	HandledByUser
81	Direct Inbound Agent Not Accepted	0	UserAction	NotHandled
83	Direct Internal Agent Not Accepted	0	UserAction	NotHandled
85	Direct Outbound Target Not Accepted	0	UserAction	NotHandled

TaskResultId	Transcript	IsHandled	Category	TaskResultGroup
5	Supervisor Canceled	1	UserAction	NotHandled
8	Target Accepted	1	UserAction	HandledByUser
13	Workflow Callback Schedule Success	1	SystemAction	HandledByMachine
31	Target Not Reachable	0	SystemAction	NotHandled
32	MaxQueueTime Reached	0	SystemAction	NotHandled
45	Target Unobtainable	0	Failed	NotHandled
51	Agent Email Handled Without Action	1	UserAction	HandledByUser
52	Agent Email Replied	1	UserAction	HandledByUser
53	Agent Email Forwarded	1	UserAction	HandledByUser
61	Email Not Processed	0	Failed	NotHandled
65	Canceled By External System	0	SystemAction	NotHandled
66	Canceled By Timeout	0	Failed	NotHandled

Note: If more than one activity (e.g. Conversation Recording) is involved in the same session, the last involved activity will be relevant for setting the final Service Task Result

Inbound Service

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Task Result	Description
1 Agent Accepted	Agent answered the conversation
2 Agent StandbyDuty Accepted	Agent answered the standby duty conversation
6 Agent Internal Transfer Success	Agent answered the conversation and made a transfer to an internal target (agent sip or service sip) and conversation is accepted by agent or service Note: when conversation is not accepted by agent or service, session gets 'Agent Accepted' task result
7 Agent External Transfer Success	Agent answered the conversation and made a transfer to an external target and conversation is accepted by external Note: when conversation is not accepted by external, session gets 'Agent Accepted' task result
11 Workflow Internal Transfer Success	The workflow activity 'Virtual Transfer', 'Blind Transfer' or 'Forward' to an internal target (agent sip or service sip) is proceeded
12 Workflow External Transfer Success	The workflow activity 'Virtual Transfer', 'Blind Transfer' or 'Forward' to an external target is proceeded
14 Workflow Conversation Recording	The workflow activity 'Conversation Recording' is proceeded
15 Workflow Handled Activity	The workflow activity 'Handled' is proceeded. Note: The 'Workflow Handled Activity' task result and overrules other task results
23 Customer Hang-up Before Accept	Customer hanged up before the system accepts the conversation
22 Customer Hang-up In IVR	Customer hanged up during the IVR
21 Customer Hang-up In Queue	Customer hanged up during the queue
33 Workflow Decline	The workflow activity 'Decline' is proceeded
36 Workflow Disconnect After Queue	Workflow activity 'Disconnect Call' is used after the queue and max connection retries or max wait time is reached
35 StandbyDuty No Agent Accepted	No agent answered the standby duty conversation
41 Workflow Internal Transfer Failed	The workflow activity 'Virtual Transfer', 'Blind Transfer' or 'Forward' to an internal target (agent sip or service sip) is used, but transfer target cannot be reached because of any reason. E.g. The transfer target cannot be reached because of wrong target, target service is inactive, accept workflow activity is disabled, service is set to outbound only, etc.)
42 Workflow External Transfer Failed	The workflow activity 'Virtual Transfer', 'Blind Transfer' or 'Forward' to an external target is used, but transfer target cannot be reached because of any reason.

Task Result	Description
13 Workflow Callback Schedule Success	The workflow activity 'Create Callback Request' is proceeded

Outbound Service

Task Result	Description
8 Target Accepted	Target (customer) accepted an outbound conversation
6 Agent Internal Transfer Success	Agent made a transfer to an internal target (agent sip or service sip) and conversation is accepted by agent or service
7 Agent External Transfer Success	Agent made a transfer to an external target and conversation is accepted by external
31 Target Not Reachable	Target (customer) could not be reached or did not accept
5 Supervisor Canceled	Supervisor cancelled outbound conversation in cmd
32 MaxQueueTime Reached	Agent did not accept the AO of the conversation

Callback

Task Result	Description
1 Agent Accepted	Agent accepted AO of the conversation and dialing to the customer is started
8 Target Accepted	Target (customer) accepted a callback conversation
6 Agent Internal Transfer Success	Agent made a transfer to an internal target (agent sip or service sip) and conversation is accepted by agent or service
7 Agent External Transfer Success	Agent made a transfer to an external target and conversation is accepted by external
31 Target Not Reachable	Target (customer) could not be reached or did not accept
32 MaxQueueTime Reached	Agent did not accept the AO of the conversation

Conversation As

Task Result	Description
8 Target Accepted	Target (customer) accepted a conversation as
6 Agent Internal Transfer Success	Agent made a transfer to an internal target (agent sip or service sip) and conversation is accepted by agent or service
7 Agent External Transfer Success	Agent made a transfer to an external target and conversation is accepted by external
31 Target Not Reachable	Target (customer) could not be reached or did not accept

Email

Task Result	Description
52 Agent Email Replied	Agent replied the email in the Mail Manager application E.g. Service Email Replied to the sender E.g. Service Email Replied to another service email address E.g. Service Email Replied to the same service email address E.g. Service Email Replied to external person E.g. Service Email Replied to a wrong target E.g. Service Email is in Standby and no additional email is sent to customer E.g. Service Email is in Standby and an additional email is sent to customer E.g. Service Email is replied after Standby
51 Agent Email Handled Without Action	Agent presses the Handled button in the Mail Manager application E.g. Service Email Replied to another agent E.g. Agent clicked 'Handled' button
53 Agent Email Forwarded	Agent forwards an email within the Mail Manager application E.g. Service Email Forwarded to the sender E.g. Service Email Forwarded to another agent E.g. Service Email Forwarded to another service
61 Email Not Processed	Some failure occurred during the email task. Now it is used for cases when 1,2,3 are not applicable and reproduces on customer DBs

External Blocking and External Non-Blocking

Task Result	Description
1 Agent Accepted	For the calls with the following flows: Task in queue -> Agent proposed -> Connection Established -> Terminated (success) Task in queue -> Agent proposed -> Connection Established -> Terminated by Timeout Task in queue -> Agent proposed -> Rona -> another agent proposed -> Connection Established -> Terminated (success)
65 Canceled By External System	For the calls with the following flows: Task in queue -> Agent proposed -> Cancel Task (By external System) Task in queue -> Cancelled by External Task in queue -> Agent proposed -> Rona -> another agent proposed -> Terminated (success)
66 Canceled By Timeout	For the calls with the following flows: Task in queue -> Agent proposed -> Terminated by Timeout Task in queue -> Terminated by Timeout

Inbound Direct

Task Result	Description
71 Direct Inbound Agent Accepted	Agent accepted the conversation pop-up of the customer.
81 Direct Inbound Agent Not Accepted	Agent did not accept the conversation pop-up of the customer. E.g. Agent not accepted E.g. Agent declined E.g. Agent is in DND before the ringing

Outbound Direct

Task Result	Description
75 Direct Outbound Target Accepted	Customer accepted the conversation of the agent.
85 Direct Outbound Target Not Accepted	Customer did not accept the conversation of the agent. E.g. Customer not accepted E.g. Customer declined E.g. Wrong target E.g. Customer is in DND before the ringing

Internal Direct

Task Result	Description
73 Direct Internal Agent Accepted	Agents were connected
83 Direct Internal Agent Not Accepted	Agents were not connected

Extended Task Result

Extended task result is based on combination of

Task Result
Primary Modality
TaskType
IsInSla

Lines marked with below are applicable to LUCS / Stratus Agent only

TaskType	Modality	TaskResult	IsInSla	TaskResultExtended
Inbound Service	AO	Agent Accepted	1	Agent Accepted Call SLA
Inbound Service	IM	Agent Accepted	1	Agent Accepted Chat SLA
Inbound Service	AV	Agent Accepted	1	Agent Accepted Video SLA
Inbound Service	AO	Agent Accepted	0	Agent Accepted Call NSLA
Inbound Service	IM	Agent Accepted	0	Agent Accepted Chat NSLA
Inbound Service	AV	Agent Accepted	0	Agent Accepted Video NSLA
Inbound Service	NULL	Agent StandbyDuty Accepted	NULL	Agent StandbyDuty Accepted
Inbound Service	AO	Agent Internal Transfer Success	NULL	Agent Internal Transfer Call
Inbound Service	IM	Agent Internal Transfer Success	NULL	Agent Internal Transfer Chat
Inbound Service	AV	Agent Internal Transfer Success	NULL	Agent Internal Transfer Video
Inbound Service	AO	Agent External Transfer Success	NULL	Agent External Transfer Call
Inbound Service	IM	Agent External Transfer Success	NULL	Agent External Transfer Chat
Inbound Service	AV	Agent External Transfer Success	NULL	Agent External Transfer Video
Email	NULL	Agent Email Replied	NULL	Agent Email Replied
Email	NULL	Agent Email Handled Without Action	NULL	Agent Email Handled Without Action
Email	NULL	Agent Email Forwarded	NULL	Agent Email Forwarded
Unknown	NULL	Agent Accepted	NULL	Agent Accepted
Inbound Service	AO	Workflow Internal Transfer Success	NULL	Workflow Internal Transfer Call
Inbound Service	IM	Workflow Internal Transfer Success	NULL	Workflow Internal Transfer Chat
Inbound Service	AV	Workflow Internal Transfer Success	NULL	Workflow Internal Transfer Video
Inbound Service	AO	Workflow External Transfer Success	NULL	Workflow External Transfer Call
Inbound Service	IM	Workflow External Transfer Success	NULL	Workflow External Transfer Chat
Inbound Service	AV	Workflow External Transfer Success	NULL	Workflow External Transfer Video
Inbound Service	AO	Workflow Callback Schedule Success	NULL	Workflow Callback Call
Inbound Service	IM	Workflow Callback Schedule Success	NULL	Workflow Callback Chat
Inbound Service	AV	Workflow Callback Schedule Success	NULL	Workflow Callback Video
Inbound Service	AO	Workflow Conversation Recording	NULL	Workflow Conversation Recording Call
Inbound Service	IM	Workflow Conversation Recording	NULL	Workflow Conversation Recording Chat
Inbound Service	AV	Workflow Conversation Recording	NULL	Workflow Conversation Recording Video
Inbound Service	AO	Workflow Handled Activity	NULL	Workflow Handled Activity Call
Inbound Service	IM	Workflow Handled Activity	NULL	Workflow Handled Activity Chat
Inbound Service	AV	Workflow Handled Activity	NULL	Workflow Handled Activity Video
Inbound Service	AO	Customer Hang-up Before Accept	NULL	Customer Hang-up Before Accept Call
Inbound Service	IM	Customer Hang-up Before Accept	NULL	Customer Hang-up Before Accept Chat
Inbound Service	AV	Customer Hang-up Before Accept	NULL	Customer Hang-up Before Accept Video
Inbound Service	AO	Customer Hang-up In IVR	NULL	Customer Hang-up In IVR Call
Inbound Service	IM	Customer Hang-up In IVR	NULL	Customer Hang-up In IVR Chat
Inbound Service	AV	Customer Hang-up In IVR	NULL	Customer Hang-up In IVR Video
Inbound Service	AO	Customer Hang-up In Queue	1	Customer Hang-up In Queue Call SLA
Inbound Service	IM	Customer Hang-up In Queue	1	Customer Hang-up In Queue Chat SLA
Inbound Service	AV	Customer Hang-up In Queue	1	Customer Hang-up In Queue Video SLA
Inbound Service	AO	Customer Hang-up In Queue	0	Customer Hang-up In Queue Call NSLA
Inbound Service	IM	Customer Hang-up In Queue	0	Customer Hang-up In Queue Chat NSLA
Inbound Service	AV	Customer Hang-up In Queue	0	Customer Hang-up In Queue Video NSLA
Inbound Service	AO	Workflow Decline	NULL	Workflow Decline Call
Inbound Service	IM	Workflow Decline	NULL	Workflow Decline Chat
Inbound Service	AV	Workflow Decline	NULL	Workflow Decline Video
Inbound Service	AO	Workflow Disconnect After Queue	NULL	Workflow Disconnect After Queue Call
Inbound Service	IM	Workflow Disconnect After Queue	NULL	Workflow Disconnect After Queue Chat
Inbound Service	AV	Workflow Disconnect After Queue	NULL	Workflow Disconnect After Queue Video
Inbound Service	AO	StandbyDuty No Agent Accepted	NULL	StandbyDuty No Agent Accepted Call
Inbound Service	IM	StandbyDuty No Agent Accepted	NULL	StandbyDuty No Agent Accepted Chat
Inbound Service	AV	StandbyDuty No Agent Accepted	NULL	StandbyDuty No Agent Accepted Video
Inbound Service	AO	Workflow Internal Transfer Failed	NULL	Workflow Internal Transfer Failed Call
Inbound Service	IM	Workflow Internal Transfer Failed	NULL	Workflow Internal Transfer Failed Chat
Inbound Service	AV	Workflow Internal Transfer Failed	NULL	Workflow Internal Transfer Failed Video
Inbound Service	AO	Workflow External Transfer Failed	NULL	Workflow External Transfer Failed Call
Inbound Service	IM	Workflow External Transfer Failed	NULL	Workflow External Transfer Failed Chat
Inbound Service	AV	Workflow External Transfer Failed	NULL	Workflow External Transfer Failed Video
Email	NULL	Email Not Processed	NULL	Email Not Processed
Unknown	NULL	Canceled By External System	NULL	Canceled By External System
Unknown	NULL	Canceled By Timeout	NULL	Canceled By Timeout
Outbound Service	AO	Agent Accepted	NULL	Agent Accepted Call
Outbound Service	IM	Agent Accepted	NULL	Agent Accepted Chat
Outbound Service	AV	Agent Accepted	NULL	Agent Accepted Video
Outbound Service	AO	Target Accepted	NULL	Target Accepted Call
Outbound Service	IM	Target Accepted	NULL	Target Accepted Chat
Outbound Service	AV	Target Accepted	NULL	Target Accepted Video
Outbound Service	AO	Agent Internal Transfer Success	NULL	Agent Internal Transfer Call
Outbound Service	IM	Agent Internal Transfer Success	NULL	Agent Internal Transfer Chat
Outbound Service	AV	Agent Internal Transfer Success	NULL	Agent Internal Transfer Video
Outbound Service	AO	Agent External Transfer Success	NULL	Agent External Transfer Call
Outbound Service	IM	Agent External Transfer Success	NULL	Agent External Transfer Chat
Outbound Service	AV	Agent External Transfer Success	NULL	Agent External Transfer Video
Outbound Service	AO	Target Not Reachable	NULL	Target Not Reachable Call
Outbound Service	IM	Target Not Reachable	NULL	Target Not Reachable Chat
Outbound Service	AV	Target Not Reachable	NULL	Target Not Reachable Video
Outbound Service	AO	Supervisor Canceled	NULL	Supervisor Canceled Call
Outbound Service	IM	Supervisor Canceled	NULL	Supervisor Canceled Chat
Outbound Service	AV	Supervisor Canceled	NULL	Supervisor Canceled Video
Outbound Service	AO	MaxQueueTime Reached	NULL	MaxQueueTime Reached Call
Outbound Service	IM	MaxQueueTime Reached	NULL	MaxQueueTime Reached Chat
Outbound Service	AV	MaxQueueTime Reached	NULL	MaxQueueTime Reached Video
Inbound Direct	AO	Direct Inbound Agent Accepted	NULL	Direct Inbound Agent Accepted Call
Inbound Direct	IM	Direct Inbound Agent Accepted	NULL	Direct Inbound Agent Accepted Chat
Inbound Direct	AV	Direct Inbound Agent Accepted	NULL	Direct Inbound Agent Accepted Video
Outbound Direct	AO	Direct Outbound Target Accepted	NULL	Direct Outbound Target Accepted Call
Outbound Direct	IM	Direct Outbound Target Accepted	NULL	Direct Outbound Target Accepted Chat
Outbound Direct	AV	Direct Outbound Target Accepted	NULL	Direct Outbound Target Accepted Video
Internal Direct	AO	Direct Internal Agent Accepted	NULL	Direct Internal Agent Accepted Call
Internal Direct	IM	Direct Internal Agent Accepted	NULL	Direct Internal Agent Accepted Chat
Internal Direct	AV	Direct Internal Agent Accepted	NULL	Direct Internal Agent Accepted Video
Inbound Direct	AO	Direct Inbound Agent Not Accepted	NULL	Direct Inbound Agent Not Accepted Call
Inbound Direct	IM	Direct Inbound Agent Not Accepted	NULL	Direct Inbound Agent Not Accepted Chat
Inbound Direct	AV	Direct Inbound Agent Not Accepted	NULL	Direct Inbound Agent Not Accepted Video
Outbound Direct	AO	Direct Outbound Target Not Accepted	NULL	Direct Outbound Target Not Accepted Call
Outbound Direct	IM	Direct Outbound Target Not Accepted	NULL	Direct Outbound Target Not Accepted Chat
Outbound Direct	AV	Direct Outbound Target Not Accepted	NULL	Direct Outbound Target Not Accepted Video
Internal Direct	AO	Direct Internal Agent Not Accepted	NULL	Direct Internal Agent Not Accepted Call
Internal Direct	IM	Direct Internal Agent Not Accepted	NULL	Direct Internal Agent Not Accepted Chat
Internal Direct	AV	Direct Internal Agent Not Accepted	NULL	Direct Internal Agent Not Accepted Video